2022
Our executive team were keen to find out how we can start to personalise the online experience for our customers.
Part of our brief was that we wanted to start to understand and know our customers more.
How
Through talking to customer service we addressed a time consuming task they do on a daily basis, which is looking up warranties and receipts. We investigated this more and conducted some in-store customer interviews to understand how people keep their receipts and understand issues associated with this.
It was clear the paper receipts were an issue as they would fade and be unreadable.
Enter the idea of digital receipts.
We conducted numerous prototypes and rapidly iterated from a self scan barcode prototype to the existing experience where the staff member asks for the phone number at POS. The customer would then receive a txt enabling to see their receipt and link it to their JB Hi-Fi account.
Some of the tasks I conducted where;
Customer interviews & other research
Rapid prototyping & iterating
Live prototype testing with dev team and pilot store
Hi-fidelity UI screens
QA
We delivered a solution through rigorous testing that is still in use today. It enables customers to bank all receipts in one spot and enables JB to start personalisation as soon as the customer logs in to the site.
Soon after launch, Bunnings revealed a similar concept so we must have done something right!